CRM & Growth Operations Manager

Functional Scope and Revenue Linkage

Core Functional Scope 

The CRM & Growth Operations Manager is responsible for: 

• Designing and maintaining CRM systems
• Tracking leads, opportunities, deals, and revenue 
• Building dashboards and reporting tools
• Managing data integrity and accuracy
• Supporting sales, marketing, and operations with performance insights
• Identifying trends, gaps, and opportunities in the revenue system 

The role ensures that all business activity is captured in structured systems, not  scattered across informal channels. 

Revenue Linkage 

This role contributes to revenue by: 

• Ensuring all leads and opportunities are tracked and followed up
• Providing visibility into pipeline and conversion performance 
• Identifying where revenue is lost or delayed
• Supporting optimisation of sales and campaign performance
• Enabling informed decision-making based on real data 

The CRM & Growth Operations Manager is directly accountable for: 

• Accuracy of pipeline and revenue data
• Visibility of performance across all stages
• Identification of ine iciencies a ecting revenue 

Key Responsibilities

CRM System Design and Management 

The CRM & Growth Operations Manager must design, implement, and maintain a  structured CRM system that captures: 

• Leads
• Contacts
• Opportunities
• Deals
• Revenue
• Client interactions
• Follow-up activities 

This includes: 

• Defining pipeline stages
• Setting up workflows
• Ensuring proper data fields are captured
• Maintaining system functionality 

The system must reflect real business activity and be usable by all relevant teams. 

Pipeline and Revenue Tracking 

The role must ensure that all commercial activity is tracked from initial lead to final revenue. 

This includes: 

• Monitoring pipeline value
• Tracking deal progression
• Recording closed deals and revenue
• Ensuring that no opportunity is lost due to lack of tracking 

The CRM must provide a clear answer to:  What is in the pipeline, where it is, and what it is worth. 

Data Integrity and Accuracy 

The CRM & Growth Operations Manager must ensure that all data entered into the  system is: 

• Accurate
• Complete
• Up to date 

This includes: 

• Reviewing data quality regularly 
• Correcting inconsistencies
• Enforcing data entry standards
• Preventing duplication or missing records 

Poor data must be treated as a performance issue, not a minor inconvenience. 

Performance Dashboard Development 

The role must develop dashboards that provide clear visibility into: 

•  Lead generation
• Pipeline status
• Conversion rates
• Revenue performance
• Campaign performance
• Operational metrics 

Dashboards must be: 

•  Simple to understand
• Regularly updated
• Actionable

Reporting and Performance Analysis 

The CRM & Growth Operations Manager must produce structured reports including: 

•  Weekly pipeline reports
• Monthly revenue reports
• Conversion performance reports
• Campaign performance summaries
• Operational performance insights 

Reports must: 

• Highlight trends 
• Identify issues
• Provide clear recommendations 

Lead and Pipeline Management Support 

The role must ensure that: 

• Leads are properly assigned
• Follow-ups are scheduled and tracked
• Pipeline stages are updated
• Stalled deals are identified 

This includes working closely with: 

• Sales teams 
• Partnerships teams
• Account management 

The objective is to prevent leads from being ignored or lost. 

Campaign and Channel Performance Tracking 

The CRM & Growth Operations Manager must track: 

• Source of leads
• Campaign performance
• Channel e ectiveness 
• Conversion by channel 

This ensures that: Resources are allocated to what works. 

Operational Data Integration 

The role must integrate data from: 

•  Sales
• Marketing
• Programme delivery
• Field operations
• Supply chain 

The objective is to create a single source of truth across the organisation. 

Bottleneck Identification and Optimisation 

The CRM & Growth Operations Manager must analyse data to identify: 

• Where leads drop o
• Where deals stall
• Where conversion is weak 
• Where delays occur

The role must provide: 

• Clear insights
• Practical recommendations 

System Training and Compliance 

The role must ensure that all relevant sta : 

• Understand how to use the CRM 
• Enter data correctly 
• Follow required processes 

This includes: 

• Training
• Ongoing support
• Monitoring compliance 

Performance Framework

Weekly Performance Expectations (Execution Layer) 

Each week, the CRM & Growth Operations Manager must deliver: 

• Updated pipeline report
• Lead tracking updates
• Data quality review
• Identification of stalled deals
• Dashboard updates 

Weekly outputs must clearly show: 

• What is happening in the business
• What is at risk
• What requires action 

Monthly Performance Expectations (Revenue Layer) 

Each month, the role must provide: 

• Revenue performance reports
• Conversion analysis 
• Campaign performance insights
• Data-driven recommendations 

Quarterly Performance Expectations (Scaling Layer) 

Each quarter, the role must demonstrate: 

• Improved data quality
• Stronger system adoption 
• Better visibility across operations 
• Improved decision-making based on data 

Key Performance Indicators (KPIs)

• CRM data accuracy rate 
• Pipeline visibility and completeness
• Lead tracking completeness
• Conversion tracking accuracy
• Reporting timeliness
• Dashboard usage and relevance
• Number of identified and resolved bottlenecks
• Reduction in lost or untracked leads
• System adoption rate across teams 

 90-DAY Execution Plan 

Phase 1: Days 1–30 — System Setup & Visibility 

• Review existing data and systems
• Establish CRM structure
• Define pipeline stages
• Begin tracking leads and opportunities 

Outcome:  Basic CRM system with initial visibility 

Phase 2: Days 31–60 — Tracking & Reporting 

• Improve data quality
• Launch dashboards
• Begin structured reporting 

Outcome: Reliable tracking and reporting system 

Phase 3: Days 61–90 — Optimisation & Insights 

• Identify bottlenecks
• Provide recommendations 
• Improve system usage 

Outcome: Actionable insights driving performance 

Reporting Line & Internal Interfaces

Reports To: 

• Commercial Lead 

Works Closely With: 

• Sales Manager 
• Sales Executives 
• Partnerships Manager 
• Account Manager 
• Digital Marketing Manager 
• Programme Manager 
• Field Operations Manager 
• Supply Chain Manager
• Operations Coordinator 

Authority Level 

The role has authority to: 

• Define CRM processes
• Enforce data entry standards
• Request updates from teams
• Recommend system improvements

Success Definition

After 3 Months: 

• CRM system established
• Basic pipeline visibility achieved 

After 6 Months: 

• Reliable reporting system 
• Improved data quality 

After 12 Months: 

• Full visibility across operations
• Data-driven decision-making culture 

Failure Conditions

This role will be considered unsuccessful if: 

• Data is inaccurate or incomplete
• Pipeline visibility is poor
• Reports are delayed or unclear
• Leads are not tracked
• Teams do not use the system
• Decisions are made without data 

Required Qualifications & Experience

• 3–6 years of experience in CRM, operations, or data roles 
• Experience working with CRM systems
• Experience in reporting and analytics 

Required Skills & Competencies

• Strong analytical thinking 
• Attention to detail
• System design understanding
• Data management skills
• Communication and coordination 

Working Style Requirements

• Structured and detail-oriented 
•  Data-driven
• Proactive in identifying issues
• Focused on accuracy and clarity
• Comfortable enforcing standards 

Remuneration & Performance Incentives

•  Base salary 
• Performance incentives tied to system e ectiveness and data accuracy 

Application & Evaluation Criteria

Candidates will be evaluated based on: 

• Experience with CRM systems
• Ability to track and analyse data
• Understanding of business performance metrics 
• Ability to build reporting systems

Location: Accra

Salary: Attractive